WFM Real Time Analyst - Contact Center

WFM Real Time Analyst - Contact Center Ref Number: Req_00184653_US Country: United States Primary Location: Decatour Time Type: Full time Language: English Workstyle: Onsite Category: Administrative Positions Salary range: $17.00 - $25.00 At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. Apply for this job Description As a Real Time Analyst you use your expertise to monitor and analyse real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. Key responsibilities Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions Support communication with team leaders and frontline team members Core competencies Giving support, focusing on customers, embracing technology, managing self-development Leadership competencies N/A no people management accountabilities Functional competencies Knowledge of real time monitoring and reporting Analytical and problem solving skills Ability to work in a fast paced environment Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents Qualifications 8+ months of work experience in contact center; workforce management experience is a plus High school degree CEFR B1-B2 English (oral/ written) (Or as in SOW) Onsite position About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.